Unanswered questions

Hi,                                                                                                               Trying to figure out how to create and manage Sequences via API and coming up empty. The public Core API spec has no sequences paths, the dev portal reference doesn't mention them, and there's nothing in the changelog.A bit disappointed we are not being able to drive them programmatically. This means we either keep humans clicking through the UI or rebuild a sequencing engine on top of public primitives. Both of which are worse than a thin API wrapper would be.A few questions:Are sequence endpoints available on any plan tier or beta that's just not in the public spec? Is there a roadmap item or feature request to track / +1? If sequences endpoints aren't coming, what's the recommended composition for sequence-like workflows in their absence?

We have a use case where we have a unique id, e.g. 12345, for each customer case and we want to have a unique email address with that id, e.g. 12345@cases.example.com, that a customer can send emails to when they have queries. We have setup the inbound flow so customers can send us emails to the unique email address and we can see them in the Front inbox, however, we can’t seem to be able to specify we are replying from that unique email address or set the reply to header to be that unique email address. This breaks our workflow. Is there any way around this?

Hi everyone,I’m trying to figure out the best way to track performance for users who work across multiple shared inboxes.In our case, the user have access to analytics in more than one inbox, but reporting is still separated per inbox. I’m looking to understand if there’s a way to get a combined view of metrics like messages sent, reply time, and first response time across all inboxes user works in.Right now, it seems like the only option is to pull reports seperatly and combine them manually, which isn’t very efficient.Has anyone found a better way to handle this? Maybe through exports, integrations, or a specific workflow inside Front?Thanks in advance!

Hi everyone,We’ve been experiencing consistent performance issues with Front across multiple users, and I wanted to check if anyone else has run into something similar.The main problems we’re seeing:Frequent freezing: when switching between conversations or navigating through the app, the UI becomes unresponsive for several minutes unless the page is refreshed Incorrect conversation rendering: selecting one conversation sometimes shows a completely different thread in the main view Wrong assignment display: conversations appear assigned to the wrong users in some casesThis has been happening across different users, devices, and both web and desktop versions. It started recently and wasn’t an issue before.We’ve already tried clearing cache/cookies and doing fresh reloads, but the issue persists and comes back intermittently.Has anyone experienced similar behavior? If so, were you able to identify the root cause or find any reliable workaround?Appreciate any insights.

Hi everyone,I’ve been reviewing how we use tags in Front, and I feel like things can get messy if not structured properly.Currently, we use tags like:Billing Technical issue Follow-up UrgentBut over time, more tags keep getting added, and it’s becoming harder to maintain consistency.I’m wondering:How do you structure your tagging system (simple vs detailed)? Do you limit who can create tags? Any best practices to keep things organized long-term?Would really appreciate insights from teams who’ve scaled this well!

We don’t use views because they are too limited in the filters we can use.  But, the search filters can do everything we need.   If only we could save a search with all filters as a view, this would solve all our issues.For example,search for any conversation status, with a specific tag. search for a custom ticket status, with a specific tag. specific keywords with Waiting ticket statusEveryday, we need to redo some search filters for our daily meeting. 

Hi all, I’m struggling with something….I have a conversation custom field “Shipment Number” and an app object which is basically just a URL.I want to append the shipment number to the URL. Then I can create rules to populate this object when Shipment number is filled in.Is this possible?

Hi everyone,We've been exploring Copilot's suggested replies feature and ran into a couple of things that have us a bit puzzled. Hoping someone here has experienced something similar or can shed some light!For context, we use WhatsApp exclusively and have our knowledge base set up with Q&A entries.The "email" thingWhen a suggested reply gets skipped, we hovered over the ⓘ icon and saw this tooltip:"Did not suggest a response because it looks like the original email does not contain any question."The message was sent via WhatsApp. Why does the tooltip reference "email" here? Is this expected behaviour, or something else?The matching feels very literalThis one was eye-opening. We have a Knowledge base article titled "Can I use contraception while breastfeeding?", Copilot only generates a suggested reply when a user types that question verbatim. The moment someone asks anything slightly different e.g., "Can I take family planning while breastfeeding?" it skips entirely, even though th

Hi friends!I am implementing a custom solution and need to be able to search and identify contacts on Front with their phone number.I have tried https://api2.frontapp.com/contacts/alt:phone:[Number] returns an exact result if the number exists. However in many cases the number doesn’t exist and it return a 404 error which causes the custom template I am building to crash.I have also tried https://api2.frontapp.com/contacts?q=[Number] but the problem is that the query is ignored and all the contacts we have are returned every time and these contacts have no connection to the query. This is really not helpful. If this endpoint can return only contacts that have the query as a handle or name, that will be a lot more helpful.Has anyone had a reason to do something similar or is there anything I must have missed with searching contacts with the query method?

For those in logistics or similar high-volume environments:Are you routing by issue type, customer, or shipment status? Any best practices for avoiding overlap between ops and support teams?Would love to hear how others are structuring this.

We are new to Front and happy to be here. We will be using Front in a new Scaled Customer Success Model. What tips would you provide in using Front for this specific model? 

Has anyone connected Front to Planhat? If so, did you find that this connection was worth your time? 

I am currently exploring options to connect external services not currently available in Front. We are aware of Front´s metric and analytic capabilities but will still need a bridge or integration. The application in question is Amplitude.Since there isn't a native integration or plugin, I’m curious how others are doing this. For those of you who have moved past Zapier/Make and into Custom Plugins, was it difficult to set up the connection?